Junior IT Helpdesk Technician – DBN at BET Software

You Bring:

• Relevant information technology qualification.
• A minimum of 1 Year of experience in IT Helpdesk environment.
• A+ or N+ certification (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical support

• Technical support for all Level 1 IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
• Management of any and all escalations relating to IT infrastructure.
• Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.
• Ensure all Incoming calls are handled professionally and in a timely manner.
• Administer, install, configure and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN and Hardware related faults.
• Provide assistance with upgrading / maintaining antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware related faults.
• Provide basic end user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.

Administration

• Management of customer contact to provide service excellence.
• Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all time correctly and accurately in the ticketing system.

Customer Centricity

• Feedback to customer on status of all unresolved queries.
• Ensure protection of all user’s data in compliance with company policies.

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.
• Demonstrate professional skills and a high standard of integrity.